Lead and scale a multi-disciplinary design team including Product Designers, Content Designers & Service Designers, driving strategic transformation and delivering world-class, evidence-based, inclusive digital experiences across web and native platforms
Define the vision for team growth and foster a culture that attracts, nurtures and retain top-tier design talent
Shape front-to-back and end-to-end experiences across the customer lifecycle, using service blueprints, journey maps, and reusable service patterns
Embed behavioural insights and research into every decision, ensuring customer needs are at the heart of design, strategy, and delivery
Partner with senior leaders across Product, Tech, and CX to shape long-term plans, secure executive buy-in, and scale experience maturity organisation-wide
Embed service design practices, define and monitor CX KPIs, streamline workflows, integrate AI and data tools, and ensure delivery accountability across all design outputs

Proven track record of leading large, multi-disciplinary teams to deliver world-class, award-winning digital products and services across web and native platforms
Strong experience shaping strategy at executive level through compelling design rationale, vision storytelling, and data-driven recommendations
Advanced expertise in Figma, with proven ability to utilise & scale large design systems across complex digital ecosystems, and deep understanding of embedding research & data into design and product strategy via tools such as Usertesting, Contentsquare, and Adobe Analytics
Champion the highest standards of design quality, from interface & interaction design to content design, service orchestration and journey design
Experience defining KPIs, measuring CX impact, and driving evidence-based product outcomes
Recognised expertise in accessibility and inclusive design, with proven ability to create and champion solutions that meet diverse customer needs
Proven ability to build and grow senior design talent, driving team performance, skills progression, and succession planning

Head of Design – X-Product

Key skills